„Who’s
constantly comparing itself with other companies in the same industry
is getting first of all more similar.” Kasimir M. Magyar and
Peter Prange, authors

We adopted many of our ideas and methods from other industrial sectors.
As different organisations and deployed systems of ICT providers may
be, as similar are the process phases, tasks and service components
required to fulfil and operate ICT services. They all recur in many
different day-to-day business use cases. With this approach we
transform your today’s ICT environment into a modern
manufacturing which has proven its value in the industrial production
for decades.

Business Process Management

Over the last years we modelled a comprehensive library with process
modules in BPMN. Beside our practical experience we thereby based on
recognised standards like ITIL and eTOM. We developed a procedure which
allows the design and implementation of business processes with the
help of templates. In this way we develop processes efficiently and
effectively with ready-made flows and activities. With this approach
our customers are able to design, to measure and to control their
today’s and future business processes - that is to
continually
improve them.

Product Catalogue and Product Structuring

We consider ICT services as products. Not only because the technical
literature is increasingly identifying them as such but also because
out of our own conviction. As manufacturing goods, ICT
providers’
products are made up of components which can be standardised. On the
basis of TeleManagement Forum’s shared information model
(SID) we
have built up a library with UML profiles (XSD) of the most common
product components such as local access, transport, DNS, DHCP and VPN.
That way we easily model products with standardised components. Thus,
each product is made up of a tree structure of known components, which
have to be assembled during fulfilment. With such product structures
our customers do not only reduce the complexity of the provisioning and
assurance of their products but also achieve cost transparency.

Business Requirements Engineering und Management

To determine requirements for systems, processes and organisation is a
multi disciplinary undertaking which, besides technical comprehension,
also needs abilities in communications, mediation and project
management. We ensure that all stakeholders are involved. Together we
define the overall goals, deduce the required functions and finally
determine the functional requirements. We elaborate all results from
the process perspective by identifying and following representative
business use cases. In this way we document the contribution of a
system, a process or an organisation to the value chain and provide our
customers transparency between business and ICT.

Service Management and operational Agreements (SLA, OLA, UC)

Since the foundation of our company we are acting in the field of
service management. We have our finger on the pulse of the time through
the daily contact with our customers, the knowledge of industry
standards (eTOM, ITIL, SID, CobiT, BPMN, UML) and our engagement in
recognised industry forums. With our commitment in the TeleManagement
Forum we can on the one hand verify our methods and proceedings with
publications against a worldwide professional audience and on the other
hand quickly collect substantial experiences and trends from the entire
world through the joint elaboration of recommendations.

Project Management

The differentiation with new products as well as the pace of new
available technology and procedures in the field of ICT require a high
degree of ongoing changes. Enterprises have to face the manifold
challenges of the market in an innovative and adaptive way to stay
competitive. Since the foundation of Smartrek we manage projects in the
ICT domain and built up a rich base of experience. We know the traps
and pitfalls, which are the reasons why the majority of ICT projects
overrun their time, cost more or are even stopped before completion.
Our proven procedures and expertise ensure that project gaols are
achieved. In addition, as co-owner we are highly interested and
motivated that customer projects are implemented in time and
successfully with the allocated and planned means.